scholarly journals Umsetzung eines ITIL-konformen IT-Service-Support auf der Grundlage von Web-Services

2005 ◽  
pp. 647-666 ◽  
Author(s):  
Gerrit Tamm ◽  
Rüdiger Zarnekow
Keyword(s):  
Web Services ◽  
Service Support ◽  
It Service

Quality-of-Service Support in Web Services Architecture

2004 ◽  
Vol 9 (5-6) ◽  
pp. 185-203 ◽  
Author(s):  
Amma Eleyan ◽  
Ludmil Mikhailov ◽  
Liping Zhao
Keyword(s):  
Quality Of Service ◽  
Web Services ◽  
Service Support

scholarly journals ITIL-based IT service support process reengineering

2014 ◽  
Vol 8 (2) ◽  
pp. 111-130 ◽  
Author(s):  
Raul Valverde ◽  
Raafat George Saade ◽  
Malleswara Talla
Keyword(s):  
Process Reengineering ◽  
Service Support ◽  
It Service

Semantic Web Support for Customer Services

2011 ◽  
pp. 571-590
Author(s):  
Quan Thanh Tho ◽  
Hui Siu Cheung ◽  
A. C.M. Fong
Keyword(s):  
Web Services ◽  
Semantic Web ◽  
Customer Service ◽  
Semantic Representation ◽  
Semantic Knowledge ◽  
Semantic Web Services ◽  
Manufacturing Companies ◽  
Service Support ◽  
Inspection And Maintenance ◽  
Customer Services

This chapter discusses Semantic Web support for customer services. Customer service support is an important operation for most multinational manufacturing companies. It provides installation, inspection, and maintenance support for their worldwide customers. However, knowledge integrated in customer service support systems is typically closed in terms of exchanging information. Therefore, the systems do not easily share, reuse, or exchange knowledge. It causes difficulty when customers seek service support for products produced by various companies. In this chapter, we propose to incorporate Semantic Web services into customer service systems to solve such problems. In our system, KSOM neural network is first used to mine knowledge from reported cases. Then, ontology is used as a semantic representation for knowledge discovered and Semantic Web services are used to make constructed ontology accessible from different systems. As a result, users can use semantic knowledge distributed across various sources on the Internet to solve their problems. Performance evaluation on the system is also present in the chapter.

Service Discovery Techniques in Mobile E-Commerce

2010 ◽  
pp. 812-823 ◽  
Author(s):  
Nandini Sidnal ◽  
Sunilkumar S. Manvi
Keyword(s):  
Web Services ◽  
Mobile Devices ◽  
Service Provider ◽  
Service Discovery ◽  
Network Services ◽  
Limited Resources ◽  
Major Focus ◽  
Future Directions ◽  
It Service ◽  
Ubiquitous And Pervasive Computing

With the rising number of web services in mobile E-commerce, service discovery has become an important feature in the future of E-commerce for mobile users. A service in the network can be any software or hardware entity that a user might be interested to utilize. Service discovery is the action of finding appropriate service provider for a requested service. When the location of the demanded service (typically the address of the service provider catering services such as shopping, auctions, edutainment, etc.) is retrieved, the user may further access the service and use it. Service discovery is an emerging field in the area of ubiquitous and pervasive computing owing to its mobile devices with limited resources. There are various service discovery techniques and protocols (proposed or/and already implemented) particularly tailored to specific set of objectives. With service discovery, devices may automatically discover network services including their properties, and services may advertise their existence in a dynamic way. This chapter discusses various mobile E-commerce issues with major focus on service discovery issue. It elaborates on syntax and semantic based various service discovery mechanisms and concludes with future directions to service discovery mechanism.

scholarly journals Installation and capacity building of an IT Service Support Center

2016 ◽  
Author(s):  
Carla Cacho ◽  
José Nascimento ◽  
Jorge Sá
Keyword(s):  
Capacity Building ◽  
Service Support ◽  
It Service
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